Important safety note from Canyon: the Spectral:ON CF / CFR and Torque:ON CF models may have damage to the battery

[Ribinrobin]

Canyon messaged me today asking for my IBAN number to confirm refund, said it will be sent in the next week

 

[Zed.]

Canyon messaged me today asking for my IBAN number to confirm refund, said it will be sent in the next week

so......

how long between requesting refund / return & this?

also, I'm guessing a few sternly worded emails?


Rich.

 

[SummerMadness]

@zedI provided my Iban weeks ago. Still awaiting for it to appear

 

[Ribinrobin]

so......

how long between requesting refund / return & this?

also, I'm guessing a few sternly worded emails?


Rich.

quite awhile maybe 2/3 weeks!

 

[palmer365]

Presumably means partial not full refund

 

[Ernesto Tamayo]

Canyon messaged me today asking for my IBAN number to confirm refund, said it will be sent in the next week

Was that a partial or full refund?

 

[Ribinrobin]

Was that a partial or full refund?

partial, sorry for confusion

 

[giles12212]

I'm also still waiting for my partial refund, completed the form on 6th December 2024 and received a credit memo email on 3rd January 2025. Still waiting for funds to appear. I've been on live chat today and they have asked me to wait a few more days. So I have a bike that I've had 4 months now and have been unable to ride it for over half that time, and its still costing me £500pm. If I haven't had payment by Monday 13th, will be speaking to Klarna and sending bike back.

 

[cfvillaverde]

Hi everyone, has someone heard any news or updates from Canyon ? Some of their communications mentioned about an update around mid of January (which should be this week) on what´s going to be the proposed solution and when that will start to be implemented ?
I find also they are not being exceptionally agile with the approval and executions of the partial refunds.
Cheers !

 

[Ribinrobin]

Hi everyone, has someone heard any news or updates from Canyon ? Some of their communications mentioned about an update around mid of January (which should be this week) on what´s going to be the proposed solution and when that will start to be implemented ?
I find also they are not being exceptionally agile with the approval and executions of the partial refunds.
Cheers !

No updates yet. Late jan/early feb

 

[JP-NZ]

I'm also still waiting for my partial refund, completed the form on 6th December 2024 and received a credit memo email on 3rd January 2025. Still waiting for funds to appear. I've been on live chat today and they have asked me to wait a few more days. So I have a bike that I've had 4 months now and have been unable to ride it for over half that time, and its still costing me £500pm. If I haven't had payment by Monday 13th, will be speaking to Klarna and sending bike back.

IMO you would be well within your rights to request a full refund.

Canyon is just taking the piss at this stage...

 

[alleeex]

Canyon are massively dragging their feet on my full refund/return request.

Initial email requesting refund and setting out my legal position was sent on 21/12.
First reply from Canyon received on 09/01 saying “I have escalated your case to senior management for your request for a refund.”
Absolutely nothing since then.

They have until 21/01 and then I’ll be initiating the return process via Klarna instead — I dare say Canyon won’t like that as they’ll be penalised by Klarna and won’t have any control over how much money they keep for the “use” (pfft) we’ve had of the bike.

 

[irie]

Lots of entirely predictable delaying tactics.

 

[Ernesto Tamayo]

Lots of entirely predictable delaying tactics.

indeed, delaying tactics

 

[Ozone08]

I also got the P/refund memo on the 3rd and on the 7-10 days to receive the money.

 

[Mikerb]

I admire your patience! The complete lack of any information regarding what solution is prepared would not be acceptable to me. The despatch to owners of replacement batteries seems the obvious solution but the fact that process has not even been started suggests that would not address the root cause of the failures. Either a new battery design is required or the existing battery design with a revised fixing system. The latter would be more labour intensive to implement. Either solution will be hugely expensive.
Personally I would have returned the bike weeks ago demanding a full refund less a % for use.

 

[cfvillaverde]

I reached out to Canyon support today as their FAQ page mentioned about an update by mid of January around solution to be implemented in February, support agent mentioned about an update being sent out immenently without ETA on when exactly, so it could be this week or next week. Let´s see what they share.

 

[Ozone08]

I reached out to Canyon support today as their FAQ page mentioned about an update by mid of January around solution to be implemented in February, support agent mentioned about an update being sent out immenently without ETA on when exactly, so it could be this week or next week. Let´s see what they share.

I think it's going to be an easy fix but expensive. The fix being a rubber based plastic rather than a hard brittle case the only problem is getting a few thousand built. Then I think one big hold up is they are going to have to get those batteries through all the EU, USA, UK safety regulations that I imagine will not be a fast prosses. It would not surprise me at all if we got to April before they start shipping.

 

[irie]

I think it's going to be an easy fix but expensive. The fix being a rubber based plastic rather than a hard brittle case the only problem is getting a few thousand built. Then I think one big hold up is they are going to have to get those batteries through all the EU, USA, UK safety regulations that I imagine will not be a fast prosses. It would not surprise me at all if we got to April before they start shipping.

If ever - because might turn out to be cheaper to wind up the Canyon bike business rather than deal with the battery debacle.

 

[Zed.]

I think it's going to be an easy fix but expensive. The fix being a rubber based plastic

My money's on Self-amalgamating tape NOT a new / replacement battery as most people believe

Rich.

 

[Ozone08]

If ever - because might turn out to be cheaper to wind up the Canyon bike business rather than deal with the battery debacle.

Canyon have been filing yearly revenues of over 400-500 million Euros since 2021 this issue while being costly is a drop on the ocean for them.

 

[irie]

Canyon have been filing yearly revenues of over 400-500 million Euros since 2021 this issue while being costly is a drop on the ocean for them.

But into consideration must be taken the damage to the Canyon brand and the likely impact on future sales.

 

[Mikerb]

Canyon have been filing yearly revenues of over 400-500 million Euros since 2021 this issue while being costly is a drop on the ocean for them.

which is turnover not margin

 

[Weeksy]

But into consideration must be taken the damage to the Canyon brand and the likely impact on future sales.

Lots of manufacturers of bikes have had issues and come out the other side. Think of Commencal for example, think even of Shimano motors, it's not what goes wrong but how it's dealt with that will decide Canyons fate.
However they've also got MvDP, Puck, etc that will hold up a far far bigger chunk of the brand than their ebike issue will detract.

 

[irie]

...
it's not what goes wrong but how it's dealt with that will decide Canyons fate.
...

Agree.